Niall Thomas

18 years of Training, Quality, CX, and Knowledge Management experience within the Tech, telecoms, and utility sectors (Zendesk, eir, Bord Gáis Energy, Xerox, and Ericsson) with a record of reaching targets and KPIs consistently. Nine years of experience managing high-performing teams in Training, Quality, Content/Knowledge management, internal communications and customer experience. Designed, developed, and implemented numerous knowledge management systems on multiple platforms over nine years.

My Knowledge and Content management systems have streamlined communications and reduced classroom training from days to hours, reduced complaints and improved CX. A strong aptitude for analysing critical data and trends to ensure customer engagement at all key points within the business with a specific focus on quality and customer effort. Strong leadership skills with a proven track record in successfully leading and coaching customer operations teams to success.

Ability to motivate staff and ultimately drive change by implementing innovative training programs on call quality and soft skills with the customer in mind. Gained international T&D experience throughout Ireland, the UK, Algeria, Sudan, Bulgaria, and South Africa. Designed and implement numerous Internal communications strategies using various internal systems to ensure all contact centres are aligned and prepared for change.

Excellent communication skills with a strong appetite for continuously learning and providing innovative ideas. Strong experience in developing and designing Technical, sales, and customer service training for over 400 employees improving NPS and sales and reducing agent errors. A self-motivated leader with strong interpersonal skills and the ability to build authentic business relationships cross-functionally at all levels.

A curious problem solver that designed and implemented a complete sales vendor transition for Bord Gáis Energy. Our CEO and MD then selected me to receive a special annual award for the smooth running of the training rollout and the increased sales.

Lean Six

Sigma green belt certified.

Google

Analytics 3 & 4 administrator. Extensive experience with ChatGPT and Claude having designed and launched three of my own online apps in 2026.

Content Strategy Manager – Customer Value Management Team - Vhi

(2025-01)

• Designed, developed, and deployed a new Knowledge Management system (Salesforce) for Vhi contact centre.
• Aligned Knowledge governance with Change, Internal comms, Quality, and Training.
• Leading enterprise content strategy across marketing, digital, and customer experience, aligning teams around clearer content journeys, reusable narratives, and governed ways of working.
• Developing modular content frameworks that support content reuse across customer-facing channels and reduce fragmented, channel-by-channel content creation.
• Facilitating discovery workshops and cross-functional content mapping across customer, product, and content lifecycles to identify audience needs, duplication, and operating model gaps.
• Shaping stakeholder-ready narratives, strategic proposals, and implementation cases that connect content improvement to customer experience, operational efficiency, and business value.
• Defining metadata, taxonomy, and structured content approaches to improve discoverability, scalability, and future AI-enabled content use cases.

Senior Manager Knowledge Management - Customer Experience Operations - Zendesk

(2022-05 - 2025-01)

• Lead a team of six, driving a cross-functional self-service innovation project to enhance self-service through the customer-facing Help Center and chatbot software.
• Balanced strategic vision with day-to-day project management responsibilities.
• Designed new article templates to improve customer engagement with troubleshooting content.
• Designed and implemented a new video content standard for customer-facing content.
• Built new reporting mechanisms and identified metrics to measure the success of the SSI project.
• Designed and implemented Knowledge-Centered Service (KCS) principles across the advocacy business.
• Prepared and moved all CX internal content to the new Seismic Sales Enablement tool.
• Designed and built new governance models and processes for CX, Sales, and Success to manage content long-term.
• Project managed the implementation of the Seismic enablement platform across the advocacy organization.
• Relaunched the Internal Knowledge Sharing (KCS) program, resulting in: Article Views: Increased by 188.7% to 90,447 views. Engagement Rate: Increased by 94.2% to 44.93%. Sessions & Engaged Sessions: Recorded 67,003 sessions (145.9% growth) and 30,104 engaged sessions (377.5% increase).

Knowledge Manager – GTM Enablement - Zendesk

(2020-06 - 2022-05)

• Designed and built an internal Go-To-Market Help Centre for Sales & Success using KCS principles.
• Implemented Google Analytics Reporting for the new Help Centre to ensure article views, links, and site errors were being tracked.
• Successfully migrated two other Help Centers into the main GTM Help Centre, creating one single version of the truth for GTM Sales & Success.

Head of Customer Engagement & Knowledge - EIR Ltd.

(2019-09 - 2020-06)

• Rolled out a successful Voice of the Customer Program to care contact center.

Head of Knowledge & Quality Assurance - EIR Ltd.

(2018-01 - 2019-09)

• Improved Offshore Chat grammar quality scores by 60% in 6 months.
• Improved lower performing agents' quality by 50% in 6 weeks.
• Improved Knowledge Adoption by 300% in six months.
• Designed a new Omnichannel Quality Framework for eir to be implemented post-in-sourcing stabilization.
• Improved and documented eir processes for all areas before handover from a third-party vendor.
• Designed logic, surveys, and reports for a new VOC program to improve CE in our contact centers.

Knowledge Management Manager - EIR Ltd.

(2017-01 - 2018-01)

• Designed, developed, and deployed a new Knowledge Management system (Verint) for EIR Ltd.
• Aligned Knowledge governance with Change, Internal comms, Quality, and Training.
• Implemented a new internal communication/briefing system to ensure change is communicated accurately resulting in a smoother rollout of change to our contact center and a less impact on service level during periods of change.

eLearning & Knowledge Management Specialist - Bord Gáis Energy

(2014-09 - 2017-01)

• Executed the training rollout of new strategic initiatives to all contact centers (~800 agents) (iPromise, Negotiations, etc.).
• Developed a new Quality Framework for Customer Operations resulting in improved governance, reporting, and quality scores.
• Supplemented Training & Quality demand as required by T&Q Lead.
• Designed and implemented a new internal comms strategy using our new KM systems.
• Business lead for a new knowledge management system (Salesforce), from tender to deployment.
• Developed a new negotiations course, measurably improving quality figures. Our vendor later used this course for another client and won a CCMA award.
• Redesigned agent communication/briefing system to improve communications.
• Introduced a new e-learning approach for CSRs in our vendors, reducing classroom-training requirements for this subject.
• Plain English Champion – Assisted with the re-write of all customer letters/Comms and the establishment of a letter library reducing the need for customers to contact Bord Gáis Energy.

Training & Quality Assurance Lead - Bord Gáis Energy

(2013-10 - 2014-09)

• Acted up as Training & QA Lead for 10 months. Led a team of two staff and a manager.
• BGE vendor manager for Fexco training and Quality teams.
• Expanded our quality framework to include our in-house collections team at Bord Gáis Energy.
• Managed roll out of all training for change and retail programs.
• Conducted regular calibration with contact center quality teams to improve customer experience, resulting in reduced variations in quality scores of over 30%.
• Developed and implemented a new training and quality framework for Customer Operations.
• Built new quality, coaching, and analysis tools in SharePoint to monitor performance.
• Designed, implemented, and tracked changes to quality criteria to evaluate success.
• Wrote content and delivered internal training for new retail campaigns that ensured a smooth campaign launch in our contact center.
• Redeveloped CSR error reporting functions. This resulted in double the number of errors being addressed.
• Improved and automated training reports, reducing reporting time from 1 day to 10 minutes.
• Designed training for the vendor transition to promote high performing agents.
• Received a quarterly award for demonstrating company values, one of the first employees to win the award.
• Chosen by CEO to receive a special annual award.
• Designed and rolled out a training program nominated for CCA Award in the UK.

Learning & Development Specialist - Bord Gáis Energy

(2012-04 - 2013-10)

• Designed and implemented an IT change management application process.
• Maintained L&D records including training, venue booking details, budget vs. spend, and evaluations.
• Oversaw training logistics from venue booking to participant communication.
• Assisted all stages of the learning cycle - needs analysis through to planning, design, delivery, and evaluation.
• Input into L&D process and policy review to ensure ongoing relevance for business needs.
• Assisted with selection of 3rd party vendors.
• Redesigned HR L&D Intranet.

Certificate - Customer Experience - Customer Experience Ireland (2019 - 2019)

Lean Six Sigma Green Belt - Lean Six Sigma - LBS Partners (2016 - 2016)

FETAC L6 - Train the Trainer - IITD (2011 - 2011)

Certificate - Trainer Skills - IITD (2011 - 2011)

Diploma - IT Training - Senior College Dun Laoghaire (2010 - 2010)

B.Sc. - Computing Science - Griffith College Dublin (2004 - 2004)